IT Service Management (ITSM)

IT Service Management (ITSM) refers to any aspect of the management of IT service like Planning, Delivery, Support, Security and ICT infrastructure needed for provision of quality customer service. The satisfaction of business and customer requirement is the core principle on which ITSM success is based, issues and expectations of business managers are closely aligned with the objectives and deliverables of IT management.

STQC is a Registered Certification Body (RCB) by IT Service Management Forum (itSMF) and is accredited by APMG, U. K.

STQC is the first certification body in India, to achieve accreditation of ISO/IEC 20000-1 certification scheme based on ISO/IEC 17021:2006 requirements, which permits it to assess applicant organizations against ISO/IEC 20000-1 .

About ISO/IEC 20000-1 standard

ISO/IEC 20000-1 standard specifies the requirements related to IT Service Management processes. The standard is based on IT infrastructure library (ITIL) framework which provides best practice guidelines and architecture to ensure alignment of IT process with business processes and that IT delivers the correct and appropriate business solutions. ISO/IEC 20000-1 describes specifies coordinated integration and implementation of service management processes as shown in Fig.

ISO/IEC 20000-1 Addresses Key Issues Like :

Integrating and aligning IT and business goals.

Acquiring and retaining the right resources and skill sets.

Achieving and demonstrating Value for Money (VFM) and Return on Investment (ROI)

Improving project delivery success

Outsourcing, in-sourcing and smart sourcing

Managing constant business and IT change.

Demonstrating appropriate IT governance

In nut shell, ISO/IEC 20000-1 helps in anefficient and effective use of the four Ps, people, processes, products (tools and technology) and partners (suppliers, vendor and outsourcing organizations)

Certification Process

Organizations interested in obtaining a Certificate of Registration under ITSM Scheme, shall have established a documented IT Service Management System complying with the requirements of the standard ISO20000:2005

The process of Certification can be understood in the form of a Flow Chart given below: